Lead Customer Service Representative
3 days ago
Overview:
Vivid Seats is a leading online ticket marketplace seeking a skilled Lead Customer Service Representative to join our team. As a Team Lead, you will supervise and coach a fast-paced team to provide exceptional customer experiences. You will lead your team to success by producing and implementing new ideas to increase productivity, customer satisfaction, and operational efficiency.
Company Culture:
We believe in the power of experiences and are fiercely dedicated to building products that inspire human connections. Our company culture empowers employees to embrace challenges, encourages unity through collaboration, and seeks to constantly evolve by leveraging data and inspiring innovation.
Schedule:
- 3:00pm-12:00am with Tuesday/Wednesday off.
- Hybrid model: 3 days in the office and 2 days remote.
Key Responsibilities:
- Monitor day-to-day team operations, including queue management and inbound/outbound communication.
- Monitor and manage strategy to meet SLA's for Inbound phone, chat, and queue work.
- Handle escalated broker and customer issues.
- Provide real-time support to Seller Ops agents, Offshore (BPO) partners, internal departments, and sellers.
- Facilitate agent development through bi-annual reviews, new agent training, coaching feedback, and auditing agent order handling.
- Communicate high-level issues and fulfillment trends to upper management.
- Audit agent order handling.
- Interview and hire agents.
- Prepare and facilitate corrective action when needed.
- Approve and audit bi-weekly payroll.
- Manage multiple tasks and projects simultaneously.
Progress Expectations:
- Complete new hire orientation, gaining resources for success.
- Gain advanced knowledge of ticket marketplaces and contributions to providing great experiences.
- Become familiar with Work Force Management tools.
- Begin having 1-1 meetings with direct reports focusing on coaching and rapport.
Requirements:
- Excellent knowledge of the ticket fulfillment process.
- Strong problem-solving and independent decision-making skills.
- Ability to manage multiple tasks and projects simultaneously.
- Proactive in identifying potential order problems and finding resolutions.
- Track record of performance and reliability.
Benefits:
- Competitive compensation; bonus incentives; equity; FLEX PTO; mental health days; medical, dental, and vision insurance; 401K matching; monthly credits and discounts for attending live events; hybrid working model; and additional workplace perks.
Salary:$70,000 - $90,000 per year.
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